Happy Customer Services

   We have a workshop on this topic, which is a very important and vital one I may add, however for brevity's sake, let's get down to the nitty and the gritty,  What are the ingredients in that special sauce that provides that unforgettable taste of success?   The answer is simple..but complex, like a two sided coin.  Both sides are important and neither side is complete without the other...half baked, half fried, half done...you understand the imagery.

There are three components of that customer service sauce that I will elaborate on.  My experience has suggested to me that these components serve power to the punch and are staff-centered;  the 3 "Cs" of the employer side of the coin... Communication, Compassion and Challenge. 

In an office or any retail setting, your employee has to know that you care about them and you have their interests at heart.  Remember that an employee does not care how you you know until they know how much you care. How do you, as the employer, show that you care?  There are two easy ways,,,saying that you do and showing them that you do.  You have to take the the time to listen to your employees,, understand what they are saying and then allowing an open dialogue to take place. That is Communication!  Agreements are not as important as the ability to express thoughts and feelings.  This does not mean that you are now donning the scholarly cap of a psychologist, but a little investment of time, energy and concern yields high returns in the near future.

Compassion is dervived from the desire to serve with empathy, will and gratitude.  How will your employees obtain compassion for their work if they do not understand the goal and purpose?  As the employer, you have to share the goals, mission and purpose for your company and their unique job descriptions and assist them in making their positions their own and not just a job.  How would you like to come into work day by day feeling that you are just fulfilling someone else's dream and what they say or think does not matter?  You've heard the saying, "I pay you to work, not to think!  How insentitive is that?  I know that I would not want to work for OR with you!  Your employees matter and what they say AND do matter.  Allow them to offer suggestions and comments openly with you without the feeling of having to receive your wrath.  That is the best way to shut them down.

Challenge is the open invitation to be a part of the company and growing you and your employees,  the team.  Let your employees know that when the business is a success, they are a success because it was because of their combined talents, skills and efforts, their company achieved new heights and exceeded all goals(there goes that word again). Yes, I said their company.  When you make your company their company, it becomes a natural extention of themselves.  The question then would be, how much do they want to challenge themselves for the good of themselves AND others?

In conclusion. communication, compassion and challenge are three key ingredients on the employer's side of the coin, leading to great customer service.  There is much more to this "special sauce" on the employer's side of the coin before the other side is even discussed, however,  implementing these three components will start the kitchen smelling customer service delicious!

Image courtesy of Ambro / FreeD